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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

User doesn't get my response when I send an email

I just discovered this tonight. If I respond to a ticket with my email, my response shows up in ostickets but the user never gets an alert that I replied. If I reply using the web form, the user gets the alert that I responded. If they respond to that with email, I get an alert they responded.

So it's only when I respond with email that no alert happens. Any ideas? I checked the settings several times but don't see anything that could be the cause of this.


  • Hi,

    I have the exact same issue - osTicket vs. Exchange/imap4.
    When I reply to an alert via Email - the ticket is updated, but the customer is not receiving a notification.
  • I have the exact same issue, though it was something in my setup
    Klaxons ring out in the darkness.
    Killing zombie thread with a head shot.

    (Seriously this thread is from 2013.  Please read the posting guidelines and start your own thread.  Closing thread.)
This discussion has been closed.